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07 Sep 2020

The omnichannel vision for a new world of travel



After months of lockdown, you're longing to pay a visit to your parents. You start by surfing on your smartphone to view all travel options – rail, car or air. You decide to fly and check the latest airlines schedules and shortlist a couple of options. You want a better read of the sanitation measures and health services of each airline and put in a quick call to your travel agent. They help you get the details from travel-19, a chatbot that has detailed information on the various processes being followed by different airlines. You’re comfortable with the option you’ve chosen and complete the booking over the phone with your agent.

This way of interchanging between devices while scouting for information is the norm. In fact, did you know that more than 60% of consumers start shopping on one device and then switch to the next? And, that the average accommodation purchase journey lasts 36 days and involves as many as 45 touch points across different devices and websites?


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